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Skilled Corporate Trainer offering over thirteen years of experience and a strong record of accomplishment, with proven success closing the gap between company needs and employee abilities. Forward-thinking, highly organized, motivated and passionate about aligning teams with objectives. Adept at facilitating all aspects of new hire training, Professional Skills and Critical Thinking. Focused on maximizing employee performance and team productivity with effective training programs. Eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Motivated to learn, grow and excel in any industry.
- Supervised twenty-four Customer Service Representatives, coaching and leading team to exceed all key performance indicators.
- Collaborated with multiple internal teams in the development of New Hire training programs and Professional Skills Workshops.
- Created Customer Service new hire training program from ground up and facilitated over seventy Customer Service new hire trainings within four years.
- Facilitated over twenty Professional Skills workshops including Cultural Diversity, Communication for Effective Leadership, Building and Maintaining Trust, Making Meetings Work, Service Breakdown and Recovery, and Critical Thinking.
- Skilled at providing Knowledge Centered Service training to increase staff productivity, product and service quality, and deliver consistency of service. Boosted article attachment rate from 62% to 94% within three months.
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Havertys – Greenville, SC,
- Developed engaging and entertaining presentations to maintain employee attention and improve impact of training.
- Collected information about company objectives and employee deficiencies in order to assess training needs.
- Created training programs and instructional materials to further educate Customer Service Reps, Technical Engineers, Technical Account Mangers and Customer Success Managers.
- Authored, updated and implemented training procedures.
- Monitored employee progress and gave feedback to management and additional training requirements. (Individual Growth Plans)
- Selected curriculum and developed lesson plans to educate employees on specific job functions and procedural topics.
- Conducted evaluations and observed employee performance to identify areas of needed improvement.
- Developed training programs to meet company objectives.
- Developed effective training manuals, modules, training videos and teaching aids.
- Collaborated with management to identify company training needs and scheduling.
- Held instructor-led and virtual instructor-led training sessions to accommodate on and off-site employees.
Amplifi Loyalty Solutions – Naperville, IL,
- Produced detailed and relevant reports for use in making business decisions.
- Developed Key Performance Indicator metrics derived from raw company data to track improvements in organizational efficiency.
- Conducted research, gathered information from multiple sources and presented results.
- Provided coaching and performance reviews for twenty-four Customer Service Representatives, on a weekly basis, raising overall service quality results from 78% to 96% within six months.
Noblis, Inc. – Annapolis, MD,
- Minimized resource and time losses by addressing employee or productivity issues directly and implementing timely solutions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Used Salesforce to keep records of customer interactions, customer accounts and file documents.
- Resolved service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Increased efficiency and team productivity by promoting operational best practices.
- Effective liaison between customers and internal departments.
- Facilitated inter-departmental communication to effectively provide customer support.
Atlantic Technical College - Pompano Beach, FL
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School Attended
- Atlantic Technical College
Job Titles Held:
- Corporate Trainer
- Quality Assurance Analyst
- Team Lead
Degrees
- High School Diploma
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